InvGate Blog

The latest version of the ITIL IT service management (ITSM) best practice guidance – ITIL 4 – was released in 2019. Unlike ITIL v3/2011, this positioned the service desk as a practice – the replacement for process-based guidance – within the service management practices. For most organizations, the IT service desk remains the single point of contact for IT and the custodian of incidents and service requests. To help, the latest version of ITIL now offers more service desk guidance than ever – especially related to automation, customer experience (CX), and the required people skills.  Please keep reading to find out more as we offer up five key guidance points from the ITIL 4 service desk practice content. 

Topics: ITIL, ITIL 4

Want to know more about doing problem management well? If so, then this blog is for you. Problem management is the IT service management (ITSM) practice that improves service quality by preventing recurring issues or at least reducing their impact. Here are ten tips that will help your organization to deliver an effective problem management capability.

Topics: ITIL, problem management

ITIL and service management go hand-in-hand. But it’s important to understand that they aren’t the same thing and that the terms can’t be used interchangeably – whether it’s service management per se or IT service management (ITSM). An easy way to view this is that while ITIL is a body of service management best practice, not all service management is based on ITIL.

Topics: ITIL, ITIL 4

Welcome back! We hope you enjoyed our first blog outlining the key changes in ITIL. Following on from that part 2 takes a deeper look under the hood of ITIL to help you to better understand the new practices in the framework, and the increased focus on automation, business analysis, and governance. So, please read on to find out more about ITIL 4 and its new features.

Topics: ITIL

ITIL is the go-to framework for most organizations in an IT service management (ITSM) environment but just because something works doesn’t mean that it can’t be reviewed and improved on. Especially because business requirements change, as has ITIL in 2019. Here are five questions to ask yourself, and your organization, when you’re reviewing and refocusing your ITIL approach.

Topics: ITIL

The change advisory board (CAB) can be one of the most important and useful meetings a service-oriented IT organization holds. It sets out a view of what’s happening to key services over the next week (or longer depending on its frequency and timeframe), confirms the impact to the business, reviews previous change activity, and looks at continual service improvement (CSI).

Topics: ITIL, ITSM, change management, IT Service Desk, CAB

Let’s assume that you’ve just taken your ITIL Foundation Certification exam. Or, even better, you’ve still to take it and are currently pondering how best to take what you’ll learn in your studies and to apply it in the workplace. Importantly, not just in the work that you personally undertake, but also in improving the wider IT service delivery and support capabilities of your IT department.

Topics: ITIL

With the creation of IT service management (ITSM) capabilities, you’ll find that role types are an important aspect to include; because, after all, you can’t get anything done without the right people (and with those right people knowing exactly what they should and shouldn’t be doing). To help, ITIL offers up a number of generic role types that are then applicable across its various ITSM processes (or capabilities) – where these are then specific, rather than generic, roles, i.e. the generic roles become specific when attached to a certain ITIL process such as incident management.

Topics: ITIL, ITSM, enterprise service management

So, you’re about to take your ITIL Foundation Certification exam and can’t wait to get the new qualification. However, if you’re like us, it might have been quite a while since you last took an exam, and you now feel a little apprehensive about proving that you know your stuff. Plus, even if this isn’t the case, you still might be thinking: How can I increase the probability that I’ll pass the exam? Perhaps even with flying colors.

Topics: ITIL, Help Desk, ITSM